FAQs
General
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How I can find a shop or a Panama Jack distributor in my city?
Consult our list of Panama Jack exclusive stores or send us an e-mail to friends@panamajack.es indicating your address and we will provide you with the list of partner stores nearest you.
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How can I be sure my purchase has been successful?
When you complete the checkout process you will receive a confirmation message sent to the e-mail address you provided in which you will be able to view all your order details.
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What forms of payment I can use?
We currently accept the following payment methods: Visa Credit, Visa Debit, MasterCard and Paypal.
Shipping
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Are there shipping costs?
Shipping cost depends on the number of pairs purchased and the ship to country. You can check the shipping cost of your order during the checkout process.
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What is the estimated time of delivery for orders?
Estimated time of arrival is from the time the order is placed, as long as it is made before 12.00 h Monday through Friday. If made after the indicated times, the period shall run from the next business day.
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How I can track my orders?
You can see the status of your order at any time. Simply register on our website and enter the reference number sent to you in the order confirmation email in the "My Orders" section. Please note we are also keep track of your order at all times to liase with the transport agency if necessary.
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Can I receive my order at a different address other than my home address?
Yes, we can send your order to your work address or to a friend, relative or neighbour of your choice.
At the end of the buying process, please indicate the desired delivery address, the name of the company if required (in the 'Surname' or 'Address' fields), and full name of the person who will sign upon delivery of the package.
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What should I do when the payment of my order has been rejected?
If your payment is rejected, you can click on the "Retry" option. Double check your credit card details and reprocess the payment.
You also have the opportunity to choose another payment method or contact our Customer Service. For more information on the reasons for payment refusal, please contact your credit card service provider.
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I am trying to pay via Paypal but I am having difficulties. What may be wrong?
If you have problems with payment through Paypal, it may be because your account has not been verified yet. Panama Jack only accepts Paypal payments from verified accounts. You can find information on how to verify your Paypal account here.
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What happens if I´m not at the delivery address when my package is delivered?
All deliveries must be signed for.
If you are not at home to sign for a delivery, the courier will leave a notification card with information and instructions on how to arrange a new date for delivery or how to pick it up from one of the courier´s offices.
It is also possible for a friend, neighbour or colleague to sign for the reception of the package at the delivery address.
Exchanges, returns and cancellations
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How can I return or exchange my order?
You can check the return process here: www.panamajack.dk/returns
We can only admit items for returns or exchanges that are in perfect condition.
Please try the items on as if you were in a shop. Treat them with care without overdoing the walking and without removing any label or accessory.
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What is the time frame to make an exchange or refund?
If you need to exchange or return a product, you can do so within 100 working days from the date of receipt of order.
Please take into account we only accept returns / exchanges from articles that have not been worn and are returned in its original condition.
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Is there a cost for an exchange or refund?
It is totally free for two (2) exchanges or returns.
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Can I change my order?
We only accept color or size exchanges. Access to "Returns" and make the exchange for the product you want. If you want another model you must make a return and then reorder. The shipment of the new pair is free only for two (2) exchanges.
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When will I receive my refund?
If you are returning a product, we will refund an amount equal to the purchase price within a maximum of 3-4 working days from the date we receive the package.
You will receive a confirmation per email as soon as we process your return.
The refund will be made using the same method of payment that the customer used when making the purchase.
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I have a problem with my Panama Jack footwear. What should I do?
If the footwear was bought at our online store panamajack.es you can write us an email to our Customer Care service in order to review your case. If they were bought in a store please contact them who will be able to help you attending to their policies.
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How can I cancel my order if I do not want to receive it?
As long as your order has not been shipped, it is possible to cancel the order through our 'Returns' section. You will only need your order number and email address.
You can also contact us by sending an email or call our Customer Service and we will also gladly cancel it for you.
Cleaning and Maintenance
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How can I clean and maintain my Panama Jacks?
Your Panama Jacks need to be cleaned and cared for according to the leather they’re made of. Do this, and they’ll get you through all kinds of adventures! If your Panama Jacks are made of more than one kind of leather, clean each one following the specific recommendations. Visit our care and cleaning page to find out how to look after yours.
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What happens when I put cream or grease on my Panama Jacks?
Before putting grease on your Panama Jacks, check what kind of care they need.
We recommend applying cream or grease when, due to wear, the leather of your Panama Jacks has lost colour or looks dry. To ensure that your footwear remains the same colour all over, apply the cream or grease evenly in small amounts over the whole surface of the leather.
When using colourless nourishing cream or grease, the tone of the leather might change, giving your Panama Jacks extra character.
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